Service Recovery Specialist

Job ID: J126885
Company: West Penn Allegheny Health System
Location: Monroeville, PA, United States
Facility: Forbes Hospital
Full/Part Time: Full time
Job Type: Regular
Posted at: Jul 3, 2018

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Description

GENERAL OVERVIEW:

Responsible for oversight and enhancement of all Service Recovery efforts as well as complaint and grievance collection, resolution, tracking, reporting and associated regulatory functions.

ESSENTIAL RESPONSIBILITIES:

  • Effective triage, investigation, resolution and documentation of complaints and grievances while assuring adherence to the Patient Bill of Rights, regulatory requirements and network policy. (50%)
  • Identify service recovery opportunities and report trends and/or patient feedback to designated committees and teams. (15%)
  • Designs and presents teaching, coaching and mentoring service recovery tools and tactics for caregivers and role models Patient Experience Division behavior and performance expectations. Actively rounds in all departments while demonstrating leadership with conflict management and effective communication skills. (25%)
  • Co-chairs the Patient Experience Team. Creates and presents coaching and mentoring education for team members. Assists with additional Patient Experience projects as assigned. (10%)
  • Performs other duties as assigned or required.

QUALIFICATIONS:

Minimum

  • Bachelor's degree in education, social work, counseling or healthcare field
  • 1-3 years’ experience with database and/or regulatory reporting and/or proven teaching, training and program management experience

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
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For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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